Global Success Coordinator

Full Job Description

Our Global Success Coordinator here at Rehabmart have a dynamic role within our Order Processing Department serving as a QA specialist who supports the flow of daily business through the products and specials services sold from the Rehabmart.com website utilizing our cloud-based quotations software.  This role interacts with a wide variety of customers including government, schools, businesses and individuals to interpret, build support within, and comply with company quality assurance standards within the Order Processing Department., 

JOB RESPONSIBILITIES:

• QA Flagged Order Protocol: Respond promptly and professionally to all escalated orders flagged within the “QA Order Protocol'' taking full ownership to coordinate all inquiries, communication and all resolutions needed within those orders to see it to completion.
• Order Assistance: Assist in correcting, updating, re-routing flagged (POs/RMs/Quotes) to appropriate queues/reps for review or updating.
• Order Fulfillment: Ensuring orders are tracked in a timely manner & up to departmental standards and metrics.
• Vendor Compliance: Making sure that we identified the methodology of tracking being used by vendors, maintaining record accuracy and constantly auditing all vendors for continual accuracy within all Vendor Tracking tables within Rehabmart website. Troubleshooting non performing vendors by assisting in the resolution process to bring those vendors back into compliance.
• Technical Expertise: Collaborate with CIO & direct manager around recognized opportunities for technology support to achieve departmental objectives utilizing Rehabmart proprietary stack & approved platforms. 
• QA Order Escalation Support: Take lead point on coordinated actions identified by Vendor Relations around vendor problems that create large scale order issues by assisting in those orders impacted, ensuring resolution in accordance with company guidelines.

OBJECTIVES OF ROLE:

• Supporting the Team Lead, direct manager and Order Processing Department as a whole in Order Fulfillment & QA order support activities and special projects/requests.
• Interpret, build support within, and comply with company quality assurance standards within the Order Processing Department.
• Maintain complaint and nonconformance processing through records and tracking systems, including root-cause analysis and suggestive corrective actions.
• Assist in developing improved QA Order Processing standards, and create approved testing protocols for implementation through collaboration with Order Processing Team Lead, Coordinators & direct manager.
• Assist in identifying training needs within the Order Processing department and coordinate actions required with Team Lead & Coordinators to ensure individual & departmental understanding to achieve order follow through. 
• Utilize role in 2 step fashion of firstly identifying opportunities to reduce risk to revenue loss through assigned initiatives that enhance the overall customer experience. Secondly identify ways to grow revenue through process efficiencies and share learned knowledge with the direct manager for exploration and potential implementation. 

POSITION REQUIREMENTS 

Skills:

• Superior telephone and written email etiquette and an ability to deal effectively with our vendors & external customers, peers and management
• Extreme attention to intricate details, excellent data entry skills to quickly and accurately review and input data
• High proficiency with Google Drive / Google Workspace / Microsoft Office
• Excellent typing skills / excellent computer skills
• Ability to build collaborative work relationships with different groups within the organization
• Have some durable medical equipment knowledge is a plus

Hardware:

• Computer: 
• CPU: At least i3 or AMD equivalent
• RAM: 8 GB
• Main Boot Drive: Solid State Drive (SSD)
• Operating System (PC): Windows 10 or newer, (macOS): Catalina (10.15) or newer
• Internet: Stable ping 50 or less, 10 Mbps download and 10 Mbps upload speeds
• Headset with noise-canceling microphone - any wired or wireless earphones are not considered
• A fully functional webcam
• Ability to add Traqq or Monitask software to computer system

WORK SCHEDULE:

The schedule for this position is Monday-Friday from 8am-5pm (no weekends) Eastern Standard Time.

ABOUT OUR COMPANY: 

Rehabmart.com is a growing e-commerce healthcare company that was founded in 1998 by Occupational and Physical Therapists through a shared desire to serve patients, families, and caregivers by offering a wide selection of innovative rehabilitation products. Since our founding, Rehabmart has served over 500,000 customers including families, hospitals, school systems, the Veterans Health Administration, US Military, state & local governments, and international clients. 

You can read more about Rehabmart at www.Rehabmart.com

Job Responsibilities

NA

Job Requirements

NA

Skills Required

• Ecommerce/Shopping carts - Expert
• Customer Support - Expert
• Project Management - Expert
• Dropshipping - Beginner

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